Bonrix B2B Ticket Management System: Cloud-Based Solution for Multi-Tier Supply Chain Device Support and Service Optimization
Bonrix Software Systems presents a cloud-based B2B Ticket Management System engineered for manufacturers of hardware devices (e.g., POS systems, biometric scanners, smart instruments) operating in complex, multi-tier supply chains. Unlike traditional B2C support models, this solution bridges the visibility gap between manufacturers, their corporate clients (brands, distributors, banks, retailers), and end-point users (branch staff, store managers), creating a transparent, accountable service ecosystem.
Key Innovations:
Four Integrated Portals:
- Admin Portal (Manufacturer): Central control for clients, devices, SLAs, and analytics.
- Staff Portal: For support teams to manage and resolve tickets with full audit trails.
- Corporate Client Portal: Enables brands/distributors to monitor all service tickets from their deployed assets and enforce SLAs.
- Retail/Merchant Portal: Simple interface for frontline users to report issues and track status.
- SLA-Driven Accountability: Formal, contract-based SLAs with real-time tracking and escalation tools empower corporate clients to hold manufacturers accountable—turning service into a competitive advantage.
- B2B vs. B2C Differentiation:
While B2C systems focus on individual ticket resolution, this B2B platform manages business relationships, asset performance, and compliance across an entire client organization.
Real-World Impact:
A bank can instantly track and escalate a failed biometric device at any branch.
A retail chain gains insights into product failure rates and streamlines warranty claims—without manual RMA hassles.
Strategic Value:
This system transforms post-sales support from a cost center into a trust-building, data-driven partnership tool, ensuring uptime, strengthening B2B relationships, and proving service excellence through transparency.
Key Highlights
✅ Unique contact numbers ensure no duplicate merchant accounts
✅ Auto-assignment streamlines complaint distribution
✅ Status auto-updates on first view to prevent manual tracking
✅ Role-based permissions maintain security and workflow integrity
✅ Bulk operations save time for admin user management
✅ Email notifications keep support agents informed instantly
✅ Real-time chat enables seamless collaboration
✅ Feedback system ensures quality control and customer satisfaction tracking
This system provides end-to-end complaint management with clear workflows, automated processes, and comprehensive communication tools.
Bonrix Software Systems
6352445500 | 9426045500 | 6352545500
Complaint Management System
End-to-end workflow with automated processes, role-based access, and real-time collaboration
1. Merchant Registration & Authentication
Registration: Merchants register under a Brand Name with a unique Contact Number (no duplicates allowed). Merchant Name can be duplicated.
Login: After registration, merchants log in to access the complaint dashboard.
2. Complaint Creation & Auto-Assignment
Merchants create complaints from their dashboard. Each complaint is automatically assigned to Admin and Support Agent(s) — no manual intervention needed.
3. Complaint Status Workflow
- OPEN → Initial status for all new complaints.
- IN PROCESS → Auto-changed on first view by Admin or Support Agent.
- RESOLVED / CLOSED → Set after resolution by Admin/Support Agent.
- Reopen/Verify: Only Sub-Admin can change Closed → Reopen or Verify.
- Merchant Action: Merchants can only change CLOSED → Reopen.
4. Admin User Management
- ✅ Create single or bulk merchants & support agents
- ✅ Activate/Deactivate accounts instantly
5. Email Notifications
Support agents receive automated emails with complaint details when Admin updates or assigns tickets.
6. Real-Time Communication Panel
WhatsApp-style chat for each ticket with:
- Real-time messaging
- Full message history
- Instant notifications
- Participants: Merchant, Admin, Support Agent, Sub-Admin
7. Feedback System
Merchants can submit feedback only when ticket status is RESOLVED or CLOSED.
Admin views all feedback in a ticket-wise dashboard for quality control.
8. Role-Based Permissions
| Action | Merchant | Support Agent | Admin | Sub-Admin |
|---|---|---|---|---|
| Create Complaint | ✓ | ✗ | ✗ | ✗ |
| View Own/Assigned | ✓ | ✓ | ✓ | ✓ |
| Open → In Process | ✗ | ✓ | ✓ | ✗ |
| In Process → Resolved/Closed | ✗ | ✓ | ✓ | ✗ |
| Closed → Reopen (Self) | ✓ | ✗ | ✗ | ✗ |
| Closed → Reopen/Verify | ✗ | ✗ | ✗ | ✓ |
| Create/Bulk Users | ✗ | ✗ | ✓ | ✗ |
| Submit Feedback | ✓* | ✗ | ✗ | ✗ |
* Only on Resolved/Closed tickets
9. Process Flow
B2B Multi-Party Tracking Use Cases
Bank POS & Biometric Devices
Telecom CPE (ONTs/Routers/Modems)
Retail Chain Scanners, Scales & Printers
Healthcare Diagnostics & Lab Instruments
Micro-ATM / AEPS / Merchant Terminals
Smart Meters & Solar Inverters
Warehouse Scanners & Rugged Tablets
Education Device Programs (Tablets/Laptops)
e-Governance Kiosks
ATM/POS Cash-Handling Components
PMS Terminals & Kiosks
Automation Sensors, PLCs & VFDs
Franchise Networks (QSR, Salons)
Field Force Printers & Mobile POS
Cold-Chain IoT Loggers
Rental Equipment Telematics
Dealership Diagnostic Tools
CCTV & Access Control Systems
Pharma Calibration & AMC
Ground-Support Electronics
Mining & Oilfield Sensors
Utility Kiosks & Smart Devices
Distributor RMA/Reverse Logistics
Test & Measurement Instruments
Smart Parking & EV Chargers
| 📄 File Name | 🔗 Download |
|---|---|
| PDF For Bonrix B2B Ticket Management System |
📥 Download PDF
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B2B Ticket Management System Explained
Cloud-Based Complaint Tracking for Manufacturers & Corporates
At Bonrix Software Systems, based in Ahmedabad, Gujarat (India), we specialize in building intelligent, scalable, and user-friendly software solutions for B2B ecosystems.
Our Cloud-Based B2B Ticket Management System redefines after-sales support — ensuring transparency, SLA compliance, and accountability across manufacturers, corporates, distributors, and merchants.
🚀 Rethinking After-Sales Support
In today’s connected world, after-sales service is no longer just about fixing problems—it’s about building trust, ensuring accountability, and maintaining strong business relationships.
In a B2C world, ticketing is simple. But in B2B ecosystems, things are far more complex:
- Devices are purchased in bulk by corporates, banks, or distributors.
- These are redistributed to branches, outlets, or merchants.
- When something fails, multiple stakeholders need visibility: branch, HQ, distributor, and manufacturer.
Without a centralized system, complaints get lost, SLA compliance is hard to track, and accountability suffers.
💡 Our Multi-Portal Solution
We’ve built a cloud-based B2B Ticket Management Platform with role-specific portals for end-to-end visibility:
Manufacturers: manage SLAs, assign tickets, audit performance.
Engineers: resolve tickets, log parts, upload proofs.
Monitor tickets across regions, enforce vendor SLAs.
Raise complaints, track status, receive closure alerts.
🏦 Real-World Use Cases
- • Banking: 500 branches raise tickets → HQ monitors SLA → OEM resolves with proof & warranty logs.
- • Retail: Franchise outlets raise device issues → brand HQ enforces vendor accountability.
- • Healthcare: Lab devices tracked for calibration, downtime SLAs, and compliance (ISO/GMP).
- • Telecom: ISPs track batch-wise RMA for ONTs/modems across franchisees — reducing truck rolls.
🔑 Why It Matters
Real-time status for all stakeholders
SLA dashboards & vendor scorecards
Faster MTTR, fewer escalations
Works across 10 or 10,000 devices
🌟 The Bigger Picture
In B2B, service is as important as the product itself.
A delayed repair doesn’t just frustrate one customer—it can disrupt entire branches, merchants, or nationwide operations.
That’s why we build B2B-first systems that bring clarity, control, and confidence to every stakeholder.
Transforming B2B Support with Multi-Tier Ticket Management
For Manufacturers, Corporates & Distributors
In the complex world of manufacturing, the journey of a device—from your factory to a corporate client and finally to their end location—is often a “black hole.” Once it leaves your warehouse, you lose visibility. When it breaks, you get a frantic call—and the blame game begins. ❌
But what if you could transform this black hole into a transparent, accountable, and strategic glass pipeline?
At Bonrix Software Systems (Ahmedabad, India), we’ve built a Cloud-Based B2B Ticket Management System that does exactly this—turning after-sales support into a competitive advantage and a trust-building partnership tool.
🔄 Why B2B Ticketing Is Fundamentally Different
A B2C system is a two-way street. A B2B ecosystem is a multi-lane highway:
The OEM / Manufacturer
Bank, Retail Chain, Hospital Group
Branches, Stores, Nurses, Technicians
Your corporate client doesn’t just want a fix—they need visibility, SLA compliance, and proof of accountability, because their operations depend on your devices.
🌐 The “Glass Pipeline” in Action
Frontline user (e.g., store manager) logs a ticket using serial number—no email chaos.
Bank HQ sees real-time dashboard—tracks SLA, escalations, and vendor performance.
Your team resolves with full context. Every action is logged—creating an audit trail.
🎯 Real-World Impact: The 10,000-POS Example
Scenario: A national bank bought 10,000 POS terminals from you. One fails at a high-traffic merchant.
- ✅ Merchant raises ticket instantly via portal.
- ✅ Bank HQ sees it in real-time and tracks the 48-hour SLA clock.
- ✅ Your engineer resolves, uploads proof, logs parts used.
- ✅ Bank receives automated closure report—no follow-up calls.
Result: You’re no longer a vendor—you’re a trusted, proactive partner.
🏭 Key Industries Served
🌟 The Bigger Picture
In B2B, service is as important as the product itself.
A delayed repair doesn’t just frustrate one user—it can halt a branch, a store, or an entire supply chain.
With Bonrix, you don’t just fix devices—you build trust, enforce accountability, and scale partnerships with confidence.
Serial-to-SLA: Cut B2B Electronics Penalties by 89%
B2B Cloud Ticket System for Manufacturers
⚡️ MEET BONRIX: The ONLY Ticket System Built for B2B ELECTRONICS Supply Chains
(No, it’s not “Zendesk for B2B”. Here’s why that matters.)
We engineered a serial-number-first platform where every ticket isn’t just a complaint — it’s a contractual event tracked from factory to end-location.
🔑 THE 4-PORTAL POWER
Unlike B2C tools (where tickets die in black holes), Bonrix gives each stakeholder precise control:
“Show me ALL pending tickets for my 500 branches – and SLA penalties due TODAY.”
“Alert my CXO if a Fortune 500 client’s ticket breaches SLA – don’t wait for email.”
“Scan QR → log ticket in 8 seconds – no training needed.”
“Auto-deduct penalties + generate GST-compliant reports.”
💥 REAL IMPACT: 3 CLIENT STORIES
Problem: 47 branch POS failures/month. Avg. resolution: 11 hrs. SLA penalties: ₹2.3Cr/year.
Bonrix Fix: Serial-level tracking + auto-escalation to manufacturer CXOs.
✅ Result: 92% SLA compliance in 90 days. ₹1.8Cr saved in Year 1.
Problem: Demo devices failing during sales events = lost revenue + angry customers.
Bonrix Fix: “Revenue Impact Score” dashboard showing ₹/minute losses in real-time.
✅ Result: Repairs 3.2X faster. ₹22L saved in ONE Diwali weekend.
Problem: ECG machine downtime risking patient safety + NABH compliance.
Bonrix Fix: GPS-tagged tickets + auto-penalty invoicing.
✅ Result: Zero regulatory fines for 14 months. Biomedical workload ↓ 65%.
How B2B Companies Are Saving Millions with Bonrix
Revolutionary Ticket Management for Multi-Tier Ecosystems
🏢 The Hidden Crisis That’s Costing B2B Companies MILLIONS
(And How Bonrix is Solving It!)
Picture this: It’s Monday 9:15 AM. Sarah at Bank Branch #247 in Mumbai discovers their ATM is down. A queue is forming. Her manager is calling.
Sarah needs to:
- ✅ Get this ATM fixed ASAP
- ✅ Know exactly when it will be resolved
- ✅ Track the service provider’s response time
- ✅ Report to regional management
- ✅ Maintain customer satisfaction
But here’s what actually happens with most systems today:
- ❌ Day 1: Sarah calls IT → They don’t own the device → 3 hours lost.
- ❌ Day 2: Ticket finally reaches vendor — but needs distributor approval.
- ❌ Day 3: SLA already breached. Regional HQ escalates. Customers abandon branch.
- ❌ Day 4: Engineer dispatched — but parts unavailable. 2-week wait begins.
- ❌ Day 5: Crisis meeting. Executive blame game. Reputation damage done.
📉 RESULT: 5 days downtime · ₹12+ lakh lost revenue · 1 broken partnership.
🎯 The REAL Problem? B2C Tools in a B2B World
Simple. Direct. Single owner.
→ 17 stakeholders. 5 systems. 1 broken promise.
🚛 Using a B2C ticketing tool for B2B is like moving a shipping container with a bicycle.
💡 THE BONRIX REVOLUTION: A B2B Service Ecosystem
Corporate command center: real-time SLA dashboards, penalty tracking, vendor scorecards.
Assign, escalate, log parts & upload proof — all in one workflow.
Distributors & HQ track performance across regions & vendors.
End users log tickets in 8 seconds (QR scan → submit).
🚀 Real B2B Companies. Real Results. Real ROI.
Before: 12-day avg. resolution | With Bonrix: 3 days
✅ Lives saved by faster critical equipment repair.
Before: $50K/day loss per outage | With Bonrix: 80% less ATM downtime
✅ $8.2M annual savings across network.
Before: 45 production halts/mo | With Bonrix: 8 incidents/mo
✅ 82% fewer costly line stoppages.
Before: 200 tickets/mo, 60% satisfaction | With Bonrix: 45 tickets/mo, 95% satisfaction
✅ Happier students, lower support load.
